We thank you and appreciate your purchase with us.

Please read the policy, conditions and process carefully as they will give you important information and guidelines about your rights and obligations as our customer, concerning any purchase you make through us unless specifically stated otherwise on our product pages or readers offer advertisements.

What can I return?

You may request for easy returns for most items you buy from twinheals.com, except those that are clearly identified and marked as not returnable. Return requests are applicable for eligible products within the specified window as mentioned in our returns policy.
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When will I get my refund?

Refunds back to Credit Cards, Debit Cards, Net Banking or Bank Accounts (NEFT) are fully refunded within 3-5 business days after we receive and process your return.
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How can i do replacements?

Meddey offers free replacement for orders under specific conditions. Follow the steps by logging into your account to request for a replacement against order.
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How can I request for return or replacement?

You can request for Return, Replacement or Refund for eligible items within the return / replacement timelines as per process below:

From your Account:

1. Login into your account at www.twinheals.com
2. Note: "Return Product" option shall be visible only for eligible products within the return window timelines.

Calling our Helpline:

1. Call our Helpline at 9098977108 and use the IVR option or talk to our agent to place your Return or Replacement request.
2. Do share the reason for making the request and allow us time to process your request.

For detailed information on various aspects, please see:

1. Returns policy
2. Replacement policy
3. Refunds policy
4. Return pick up guidelines
5. Self Ship guidelines

If due to any reason, unavoidable circumstances or beyond the limitations of the merchants the order is not shipped by the seller then the order shall be cancelled and refunded. In the event, where returns are not acceptable for particular products, the Website would clearly mention the same on the product description page.

The Vendor may or may not provide return shipping to the Users. To facilitate the returns, you will have to follow the given steps before we can process the refund:

• Log into your user account, select the item/order to be returned and generate a request. Return tab will be effective only for returns within permitted time period and items eligible for returns.
• You can either contact our customer service department at +91 9098977108 or email us at twinheals@gmail.co and inform us about the item along with its reference number that you would wish to return.
• On receipt of request, within 3 to 5 business days, we will reply with an email / telecall with instructions on how to securely arrange a pick-up or drop off from any nearby locations.
• Please ensure that the products are packed in original shipping box and packaging material and must be returned in their original condition, with price tags intact, user manual, warranty cards, original accessories as delivered to you. We may reject the return pickup if the items are not returned according to the above policy.
• Once the product is received by us, one of our team members will revert with a confirmation mail.
• Return orders are first inspected by our quality control team. In case of any questions regarding your returns we will first contact you. If the inspection is positively cleared, we will process your refund. Please allow upto 15 working days before the items are inspected and the entire refund amount credited back to your account

Note:

• Our return period starts from the day of the delivery. For returns to be eligible they must be shipped back within the time period.
• Items that have been personalized from their original state while creating and delivering the order or special engravings will not be returned.
• In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address.
• In some areas, where our logistic partners do not provide pick up facility, customer will have to courier the product to seller or our customer care centre as the case may be. Kindly check the area PIN code to check the status.

Returns Policy

Most items purchased from our website meddey.com are returnable within the return window, except those that are clearly identified and marked as not returnable

1. Return policy is applicable for eligible products within the specified window only for the following cases:
   1. If a wrong product has been delivered – different from what was ordered;
   2. If the product is different from the details as mentioned in the product page on meddey.com;
   3. If partial product or product with missing accessories has been delivered;
   4. If the product is delivered in physically damaged condition;
2. If you report an issue with your product or equipment, you may be requested to contact the manufacturer Service Centre as the applicable warranty shall be used. We may also schedule a video / tele call or a technician visit to your location. Resolution will be provided based on the manufacturer and / or technician's evaluation report.
3. Return will be processed only if:
   1. it is determined that the product was not damaged while in your possession;
   2. the product is not different from what was shipped to you;
   3. the product is returned in original condition (with brand’s/manufacturer's box, MRP tag intact, user manual, warranty card and all the accessories therein).
4. Products may not be eligible for return for cases of buyer's after-thought such as incorrect product ordered or incorrect model or colour of product ordered. Customers are advised to carefully check the product suitability, specifically with regard to model, size & colour.
5. All Customized products are “non-returnable” and no refund shall be provided for the same since these are made as per customized specifications of individual customers.
6. Products marked as "non-returnable" on the product detail page cannot be returned.
7. Products may be eligible for replacement only if stocks exists for the exact same item.



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What are the conditions for Free Replacement?

Items within return window and in stock (exact same item) are eligible for free replacement. The free replacement order will be shipped through standard shipping once the original order is returned. Free replacements can be requested if the following conditions apply:

• Item received is physically damaged;
• Item received has missing parts or accessories;
• Item received is different from their description on the product detail page on meddey.com; or
• Item received is defective/does not work properly.

Note:

• A free replacement cannot be done for an item which was returned and replaced once earlier.
• If your item is not eligible for free replacement due to any reason, you can always return it for a refund.
• If the item has missing parts or accessories, you may try to contact the manufacturer for assistance. Manufacturer contact information can usually be found on the item packaging or in the paperwork included with the item.
• If an eligible item is out of stock from the same seller, it cannot be replaced. Only a refund against the returned item will be issued.

Refund Policy

Once we receive your return, a refund is issued to the original payment method (in case of pre-paid transactions) or to your bank account / Wallet (Paytm, Google Pay) - in case of “Cash on Delivery” orders.

Refund Timelines:

The refund time period for different modes of payments is as below.

Refund method	Refund Time-frame (After the return is received at the Return Centre)
Credit / Debit Card	3-5 Business Days
Net Banking Account	3-5 Business Days
NEFT to Bank Account	3-5 Business Days
Wallet (Paytm, Google Pay)	2-4 Business Days
UPI Linked Bank Account	3-5 Business Days

If the standard time-frame as mentioned in the above table has expired and you have still not received the refund, please contact your credit or debit card issuer or your bank for more information. Refunds will not be processed in cash.

Note:

1. For damaged/ defective items, a refund will be issued if the item cannot be repaired or replaced.
2. In any case where a refund is required, it shall be processed only when the notification of receipt of the item at the Return centre is confirmed. Once the notification of receipt of the return item is received, the refund time period (as mentioned herein) will apply for processing refunds.
3. It is important that you clearly mention and convey to us your choice of Refund Payment mode and provide us with complete and accurate details (e.g. Bank Account number, IFSC, UPI id etc.). These details are to be emailed to us at twinheals@gmail.com. After we receive these details, refund will be initiated.
4. If the payment method, which you used to make the payment (such as credit/ debit card) at the time of purchase, is no longer valid, refund will be issued as per your option of either to your bank account (via National Electronic Funds Transfer (NEFT)) or Wallet (Paytm, Google Pay).
5. If we receive a payment failure notice from your bank, refund will be issued through a Wallet (Paytm, Google Pay).
6. Please note that actual reflection of refund in your account may take 7 to 10 days based on your bank / credit / debit / wallet norms.

Refund for Cash on Delivery Orders:

For Cash on Delivery orders, refunds will be processed either to your bank account (via National Electronic Funds Transfer (NEFT)) or Wallet (Paytm / Google Pay).

If you wish to receive the Cash on Delivery order’s refund to your bank account, you need to provide us with complete details (Bank Account number, IFSC code etc.) when you are returning an item.

Note: Refunds cannot be processed to third-party accounts. The name on your Billing account should match with the name of the bank account holder.

Shipping Cost Refunds

1. For items returned by you at your cost, return shipping costs will be refunded.
2. For refund of such shipping charges, proof of payment, like a courier receipt needs to be submitted.
3. All such refunds will be issued either to your bank account (via National Electronic Funds Transfer (NEFT)) or Wallet (Paytm / Google Pay).

Note: If you are returning a product (not being a damaged or defective product and the product has been correctly and completely shipped as per your order) for a refund, and not purchasing another product, you may be charged for the original shipping cost and a restocking fee and the refund may not be provided.

Return Pick up and Self Ship Guidelines

Guidelines on returning an item

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Return Pick-up

Return pick-up is available for eligible pick-up addresses and the items, provided there are no shipping restrictions. In case pick-up is not available, Self-Ship option will be applicable. A refund will be issued to your original payment method, in accordance with refund policy, once we receive the item(s) back at our warehouse as mentioned in the return address.

To ensure successful return pick-up, return the item in original condition with brand’s/manufacturer's box, MRP tag intact, user manual, warranty card and all the accessories therein.

Note: A return will not be processed if the pickup is cancelled owing to missing or damaged (caused while in your possession) item or its accessories.

Self-Ship

You can self-ship the item using any courier of your choice that has package tracking capabilities with intimation to us at twinheals@gmail.com.

Self-Ship cases may get processed faster and benefits you with quicker Replacement / Refund. Return shipping charges will be refunded in accordance with refund policy.

You will need the consider the following for a successful return.

• A copy of invoice highlighting the items being returned (place it inside the return package);
• Declaration of item details, value and return reason (paste on the return package);
• Item in original condition with brand / manufacturer’s box, user manual, warranty card and all the accessories.
• Return item to be packed appropriately and in such a way to not get damaged while it is being transported and shipped.
• Return Items shall be inspected for their completeness and should not be received back in damaged conditions.